CONSUMER SATISFACTION – AUSTRALIA

Lexus wins Best of the Best award for 2017

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Original article by Roy Morgan
Market Research Update – Page: Online : 26-Feb-18

Car manufacturer Lexus has been named as the inaugural winner of the Roy Morgan Customer Satisfaction Award – ‘Best of the Best’ – awarded to the company that achieved the highest customer satisfaction of all 32 winners at the 2017 Annual Roy Morgan Customer Satisfaction Awards. Lexus’ win as the 2017 Roy Morgan Car Manufacturer of the year was hard fought ahead of rivals Skoda, Renault and Mazda, but the tight race between the four did not detract from Lexus’ overall performance against competing businesses across all 32 categories. Lexus’ averaged a customer satisfaction rating of 95.8% in 2017 to finish just in front of Supermarket of the Year Foodland on 95.3%, General Insurer RACT on 94.5%, Handset Provider of the Year Apple iPhone on 92.3% and Bank of the Year Greater Bank on 92.0%.

CORPORATES
ROY MORGAN LIMITED, LEXUS, SKODA AUTOMOBILOVA AS, RENAULT HOLDINGS PTY LTD, MAZDA AUSTRALIA PTY LTD, FOODLAND AUSTRALIA LIMITED, RACT INSURANCE PTY LTD, APPLE PTY LTD, GREATER BANK LIMITED

Flying high: Qantas and Air New Zealand soar at 2017 Roy Morgan Customer Satisfaction Awards for Travel

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Original article by Roy Morgan
Market Research Update – Page: Online : 26-Feb-18

Roy Morgan has announced the winners of its 2017 Customer Satisfaction Awards for the Australian tourism and travel industry. Qantas was named the Domestic Airline of the Year, while it also took out the award for Domestic Business Travel Airline of the Year. It has won both awards for a fourth consecutive year, winning all 12 monthly awards for Domestic Business Travel Airline. Air New Zealand was named the International Airline of the Year for the first time, with 11 monthly wins.

CORPORATES
ROY MORGAN LIMITED, QANTAS AIRWAYS LIMITED – ASX QAN, AIR NEW ZEALAND LIMITED – ASX AIZ

Roy Morgan announces winners of the 2017 Customer Satisfaction Awards

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Original article by Roy Morgan
Market Research Update – Page: Online : 21-Feb-18

Roy Morgan has announced the winners of its seventh annual Customer Satisfaction Awards for Australia. The awards recognise outstanding levels of customer satisfaction, as judged by more than 50,000 consumers via the Roy Morgan Single Source survey. The award categories cover sectors such as banking, insurance, superannuation, automotive, travel and hospitality, retail, telecommunications and utilities. Roy Morgan CEO Michele Levine says the Roy Morgan Customer Satisfaction Awards continue to be the benchmark by which customer satisfaction is measured, and the 31 businesses honoured in the 2017 awards share one crucial characteristic: their unrivalled dedication to ensuring their customers are satisfied, and their success as rated by their customers.

CORPORATES
ROY MORGAN LIMITED, GREATER BANK LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, PEOPLE’S CHOICE CREDIT UNION, RACT INSURANCE PTY LTD, ST LUKE’S HEALTH INSURANCE, REAL INSURANCE, MACQUARIE SUPERANNUATION, TASPLAN LIMITED, SUPER CHEAP AUTO, MUFFIN BREAK, JEANSWEST CORPORATION PTY LTD, MYER HOLDINGS LIMITED – ASX MYR, COSTCO WHOLESALE AUSTRALIA PTY LTD, THE REJECT SHOP LIMITED – ASX TRS, JB HI-FI LIMITED – ASX JBH, BUNNINGS GROUP LIMITED, MY CHEMIST PTY LTD, GRILL’D PTY LTD, ALDI LIQUOR, THE ATHLETE’S FOOT AUSTRALIA PTY LTD, REBEL SPORT LIMITED, FOODLAND AUSTRALIA LIMITED, SOUTHERN PHONE COMPANY LIMITED, INTERNODE SYSTEMS PTY LTD, APPLE INCORPORATED, AMAYSIM AUSTRALIA LIMITED – ASX AYS, QANTAS AIRWAYS LIMITED – ASX QAN, AIR NEW ZEALAND LIMITED – ASX AIZ, RED ENERGY PTY LTD, LUMO ENERGY AUSTRALIA PTY LTD, LEXUS AUSTRALIA

Costco & Kmart battle for 2017 customer satisfaction award

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Original article by Roy Morgan
Market Research Update – Page: Online : 19-Feb-18

Roy Morgan’s Single Source survey shows that Costco (88.9%) had the highest customer satisfaction rating among Australian discount department stores in November 2017, ahead of Kmart on 88.3%. Costco (with five monthly victories) and Kmart (four victories) are locked in a tight battle for the 2017 Roy Morgan Discount Department Store Customer Satisfaction Award. Target, the defending Discount Department Store of the year, has lost ground over the past year and been unable to build on an early monthly victory in March. Target’s customer satisfaction rating of 87.5% in November is down 0.4% points on a year ago. Also losing ground in the year to November 2017 are Steinhoff Asia-Pacific’s two discount department stores – Harris Scarfe on a customer satisfaction rating of 85.9%, down 1.6% points on a year ago, and Best & Less on 85.2%, down 2.2% points.

CORPORATES
ROY MORGAN LIMITED, COSTCO WHOLESALE AUSTRALIA PTY LTD, KMART AUSTRALIA LIMITED, TARGET AUSTRALIA PTY LTD, HARRIS SCARFE HOLDINGS LIMITED, BEST AND LESS PTY LTD, STEINHOFF ASIA-PACIFIC

High satisfaction with private health insurance claims

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Original article by Roy Morgan
Market Research Update – Page: Online : 19-Feb-18

A Roy Morgan Single Source survey of Australians aged +14 with private health insurance has found that overall satisfaction with private health insurance funds was 71.0% in the year to December 2017, compared with 73.6% in 2016. The survey also shows that the satisfaction level of people who made a health insurance claim was 88.8% in 2017. The high level of satisfaction with claims suggests that the decrease in satisfaction is more likely the result of increased premiums rather than problems with claims. Only around 5% of fund members switch private health insurance funds due to problems with claims, with the main reasons given by over 70% for changing funds are the high cost and increased premiums.

CORPORATES
ROY MORGAN LIMITED

Skoda vs Lexus – tight finish for car satisfaction award

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Feb-18

A Roy Morgan Single Source survey shows that Skoda had a customer satisfaction rating of 97.5% in the year to November 2017, an increase of 4.5% compared with the previous 12 months. Skoda was followed by Lexus on 97.1% (up 2.6%). Nine of the top 10 car brands for customer satisfaction showed improvement over the last 12 months, with the only exception being Isuzu UTE, which was down 0.4%. The two biggest improvers among the top 10 were Land Rover (up 5.5% to 95.4%) and Peugeot (up 5.4% to 95.2%). The winner of the 2017 Annual Roy Morgan Car Manufacturer Satisfaction Award will be announced later in February. Lexus has won this award for the past three years.

CORPORATES
ROY MORGAN LIMITED, SKODA AUTOMOBILOVA AS, LEXUS, ISUZU UTE AUSTRALIA PTY LTD, LAND ROVER, PEUGEOT AUTOMOBILES AUSTRALIA

Declining gas customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Feb-18

A Roy Morgan Single Source survey has found that 57.0% of gas customers were satisfied with their provider in the year to November 2017, compared with 60.5% in the previous 12 months. Kleenheat is the best performer, with a satisfaction rating of 70.9%, followed by Red Energy (68.0%) and AGL Energy (65.0%). Nine of the 10 largest gas providers showed declines in customer satisfaction, while AGL improved by only 0.1% point. Meanwhile, the survey shows that 50.1% of customers who are "very dissatisfied" with their gas provider say that they are either "very likely" or "fairly likely" to switch companies in the next 12 months. Even among customers who were only "fairly dissatisfied", 42.7% say that they are likely to switch providers in the next 12 months.

CORPORATES
ROY MORGAN LIMITED, KLEENHEAT GAS PTY LTD, RED ENERGY PTY LTD, AGL ENERGY LIMITED – ASX AGL

Satisfaction with banks up in December

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Original article by Roy Morgan
Market Research Update – Page: Online : 31-Jan-18

New research from Roy Morgan shows that customer satisfaction with banks in the six months to December 2017 was 80.8%, up from 80.6% in November. Despite many fluctuations in satisfaction over the last two decades, the current result represents a continuation of the generally positive trend that we have seen since 2001, when satisfaction with banks was only 58.5%. The Commonwealth Bank had the highest customer satisfaction rating of the big four in December (unchanged at 79.6%), followed by NAB (up 0.3% to 78.6%). However, Bendigo Bank (up 0.7% to 88.8%) had the highest customer satisfaction rating among the 10 largest consumer banks.

CORPORATES
ROY MORGAN LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, WESTPAC BANKING CORPORATION – ASX WBC, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, BENDIGO BANK, BANK OF QUEENSLAND LIMITED – ASX BOQ, ING BANK (AUSTRALIA) LIMITED, BANK OF WESTERN AUSTRALIA LIMITED, ST GEORGE BANK LIMITED, SUNCORP BANK

Satisfaction with electricity providers declining

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Original article by Roy Morgan
Market Research Update – Page: Online : 29-Jan-18

A Roy Morgan Single Source survey shows that customer satisfaction with electricity providers was 57.6% in the year to November 2017, compared with 61.8% in the previous 12 months. Red Energy (with a satisfaction rating of 68.2%) remains in top position among the largest providers, narrowly ahead of Lumo Energy (67.4%) and Simply Energy (65.6%). Both of the largest players showed a drop in satisfaction, with Origin down 7.9% points (to 57.6%) and AGL down 2.6% points (to 62.5%). The survey also shows that approximately 1.2 million households are considering switching electricity providers over the next 12 months, up from around one million in early 2017.

CORPORATES
ROY MORGAN LIMITED, RED ENERGY PTY LTD, LUMO ENERGY AUSTRALIA PTY LTD, SIMPLY ENERGY, ORIGIN ENERGY LIMITED – ASX ORG, AGL ENERGY LIMITED – ASX AGL, ERGON ENERGY CORPORATION LIMITED, AURORA ENERGY PTY LTD

JB Hi-Fi wins again, but Freedom biggest improver

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Original article by Roy Morgan
Market Research Update – Page: Online : 29-Jan-18

A Roy Morgan Single Source survey shows that JB Hi-Fi is again Australia’s leading electrical and furniture retailer, with a customer satisfaction rating of 90.9% in November 2017. JB Hi-Fi’s customer satisfaction improved 0.5% from a year ago to hold off a fast improving Ikea on 89.6% (up 5.2% from a year ago), and ahead of JB Hi-Fi stablemate The Good Guys on 88.7%. However, the biggest improver over the past year was Freedom, which increased its customer satisfaction rating by 6.4% to 81.8% in November – its highest rating since April 2014. Roy Morgan CEO Michele Levine says JB Hi-Fi is in the box seat to win its fourth Roy Morgan Annual Customer Satisfaction Award at the 2017 Awards in February, adding that between them JB Hi-Fi and The Good Guys have won a total of 8 Annual Roy Morgan Customer Satisfaction Awards since 2011.

CORPORATES
ROY MORGAN LIMITED, JB HI-FI LIMITED – ASX JBH, IKEA TRADING PTY LTD, THE GOOD GUYS, FREEDOM FURNITURE, FANTASTIC FURNITURE, STEINHOFF INTERNATIONAL HOLDINGS LIMITED